Adobe Pro 2020 frequently crashing

Report · Feb 21, 2023

Hello,

I am helping a client to solve an issue about their Adobe Pro 2020 installed on Window 10 pc. The application just frequently crashed while client is working with PDF. I think I have tried all the suggestions coming from different forum sites and but we are still dealing with the issue. Below is the information that I got from event viewer.

Faulting application name: AcroCEF.exe, version: 20.5.30441.10441, time stamp: 0x63d38989
Faulting module name: libcef.dll, version: 3.5200.0.0, time stamp: 0x5d2313f4
Exception code: 0xc0000005
Fault offset: 0x00818034
Faulting process id: 0x21cc
Faulting application start time: 0x01d937d8910de187
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\AcroCEF\AcroCEF.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\AcroCEF\libcef.dll
Report Id: 70b6102b-4590-4554-8650-cbffe4a5155c
Faulting package full name:

Faulting application name: AcroCEF.exe, version: 20.5.30441.10441, time stamp: 0x63d38989
Faulting module name: libcef.dll, version: 3.5200.0.0, time stamp: 0x5d2313f4
Exception code: 0xc0000005
Fault offset: 0x00818034
Faulting process id: 0xf2c
Faulting application start time: 0x01d937d4947eb8b1
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\AcroCEF\AcroCEF.exe
Faulting module path: C:\Program Files (x86)\Adobe\Acrobat 2020\Acrobat\AcroCEF\libcef.dll
Report Id: 42a87556-971b-46ee-97de-8402314b9053
Faulting package full name:
Faulting package-relative application ID:

Thanks in advance for all the help!

-Jansen

Report · Feb 22, 2023

Hi @Jansen_UNB

Thank you for sharing the detailed information.

As mentioned above, the application crashes when working on the PDF file. Please double-check if you have performed all the troubleshooting steps mentioned below:

1- Navigate to Acrobat>Edit>Preferences>Security (Enhanced)>disable "Protected Mode at Start-up," "Protected View," and "Enhanced Security">OK>close and reopen Acrobat [Windows Only]

Note: these changes are only for testing purposes. Once tested, please change it back to the previous setting.

2-

Run this cleaner tool to remove the existing installer and application’s file traces:

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

Download the Acrobat 2020 installer from here: https://helpx.adobe.com/download-install/kb/acrobat-2020-downloads.html

If it still doesn't work, then collect the crash logs and share them with us for further investigation:

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Share them by uploading them to cloud storage (any)

Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Thanks,

Akanchha